IT Service Operations Manager
About The Position
As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list! Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years. If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today! The IT Service Operations( ITSM) Manager is responsible for leading the design, implementation, and continuous improvement of IT service management processes across the organization. This role ensures IT services are delivered efficiently, reliably, and in alignment with business objectives through governance of ITIL-based practices including Incident, Problem, Change, Service Request, Asset, and Configuration Management. The IT Service Operations Manager partners with Infrastructure, Applications, Cybersecurity, and Business stakeholders to improve service quality, operational stability, and end-user experience.
Requirements
- You have 5 + years in IT Service Management or IT Operations
- You have 3+ years in leadership or management role
- You obtain an ITIL v3 or ITIL 4 certification (required or strongly preferred)
- You obtain 5+ years of experience managing ITSM platforms
- You possess a s trong understanding of IT infrastructure and application support models
- You have a b achelor’s degree in information technology , Business, or related field
Nice To Haves
- You have e xperience in distribution or logistics environments
- You’re familiar with ERP/WMS systems and have e xperience supporting multi-site operations
- You have e xperience with SLA governance and executive reporting
Responsibilities
- ITSM Process Ownership
- Own and govern core ITIL processe s including incident management, problem management, change management, service request management, configuration management (CMDB), knowledge management
- Establish KPIs and SLAs for all IT services
- Drive adherence to service governance standards
- Service Delivery & Operational Excellence
- Monitor and improve service performance metrics (MTTR, SLA compliance, backlog trends)
- Lead root cause analysis for major incidents
- Chair Change Advisory Board (CAB)
- Reduce recurring incidents through structured problem management
- Optimize ticket workflows and automation
- Tooling & Platform Ownership
- Administer and optimize ITSM platform
- Improve self-service capabilities and knowledge base adoption
- Maintain accurate CMDB and asset lifecycle processes
- Drive reporting dashboards for leadership visibility
- Business Alignment
- Translate business requirements into service delivery models
- Partner with Operations, Ecommerce, Finance, and HR to ensure IT support meets operational needs
- Ensure service availability aligns with business-critical systems (ERP, WMS, eCommerce)
- Continuous Improvement
- Conduct service reviews with stakeholders
- Identify automation opportunities
- Lead service maturity assessments
- Drive ITIL best practice adoption
- Team Leadership
- Lead ITSM analysts and service desk managers
- Provide coaching and performance management
- Foster customer-centric service culture
Benefits
- Parts Town Pride – check out our virtual tour and culture!
- Quarterly profit-sharing bonus
- Hybrid Work schedule
- Team member appreciation events and recognition programs
- Volunteer opportunities
- Monthly IT stipend
- Casual dress code
- On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
- All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
